Support FAQs
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Frequently Asked Questions about BoxWorks Technologies, Inc. Product Software Support

Is 24-hour support available? If not, then what is the schedule for support?

Yes, 24-hour support is available. BoxWorks provides three Support Plans from which to choose.

Priority provides support during normal business hours defined as 8:00 AM to 5:00 PM (MST) Monday through Friday excluding holidays. This plan features:

  • Phone support as needed to resolve product defects
  • Remote dial-in capabilities to diagnose and resolve problems
  • Problem reporting, tracking, monitoring and resolution
  • Service requests classified by severity level
  • Product upgrades including major and point-level releases

Encompass include all of the features of the Priority with expanded hours of coverage to 24 hours per day, 7 days per week, 365 days per year.

Custom provides customized support for clients based on special business needs which can include all of the features of the Encompass plan and include any of the following:

  • Semi-annual/annual assessment of system operations
  • Semi-annual/annual audit of backup and recovery procedures
  • Assistance in planning for new releases, updates and major modifications
  • Priority routing and response to product defects
  • First level user support
  • Computer support outsourcing
  • DBA outsourcing